Emergency Assistance Associate Jobs (NOW HIRING)

Job Description                            Forward Service Corporation

Job Title:

Emergency Assistance Specialist

Prepared By:

PH/CHRO

Department:

Operations/Service Center

Created Date:

01/2025

Reports To:

Emergency Assistance Team Leader

FSLA Status:

Non-Exempt

Job Summary: 

Under the direction of the Emergency Assistance Team Leader, the Emergency Assistance Specialist is responsible for processing Emergency Assistance (EA) applications across all FSC counties, meeting with clients via phone, in person, or through video conferencing to determine eligibility and assess the services and payment amounts they qualify for. They guide clients in understanding available services, clarify what is needed to move forward, and ensure compliance with established timeframes. If Emergency Assistance alone does not fully meet a client’s needs, the EA Specialist explores and discusses additional resources that may provide further support. They also introduce tools such as the CARE Network and the Map of My Dreams to help clients plan for their future and access available resources. Additionally, the EA Specialist promotes the Transition to Success (TTS) model and supports FSC’s mission through effective communication and exceptional client support.

Essential Duties and Responsibilities include the following:

• Meets with clients via phone, in person, or through video conferencing, ensuring all interactions align with FSC service delivery standards.
• Discusses client situations, assesses resource needs, provides appropriate referrals, and introduces the TTS model.
• Promotes FSC’s Menu of Services, including all TTS initiatives, to ensure clients are aware of available support.
• Maintains professional and consistent communication with clients and community partners.
• Maintains staff schedules within CWW and conducts client appointments throughout the day.
• Manages assigned applications and associated tasks within state systems, ensuring timely and accurate processing.
• Processes applications, conducts eligibility determinations, documents and verifies all relevant information obtained during eligibility appointments, and calculates appropriate payment amounts based on qualifying information.
• Assists clients in obtaining necessary documentation and requested verifications.
• Maintains both paper and electronic client files, uploads documents to the shared drive, and scans all applications and related documents into the ECF.
• Records detailed and accurate case comments in CWW and WWP.
• Monitors and updates in-progress and pending applications using WEBI reports, ensuring compliance with all established timeframes set by EA policy and FSC standards.
• Assists with maintaining relevant information to support the CARE network as part of the TTS initiative.
• Adheres to all established timeframes set by EA policy and FSC standards.
• Works effectively in a fast-paced, high-volume environment while managing a heavy appointment schedule, including back-to-back client meetings.
• Maintains confidentiality of all client information.
• Demonstrates regular and prompt attendance. 
• Performs other duties as assigned.

Additional Responsibilities

Qualification Requirements: To perform the job successfully, an individual should demonstrate the following qualification requirements: 

• Detailed knowledge of Emergency Assistance policy and processes.
• Ability to maintain a professional and compassionate disposition with all customers at all times.
• Excellent customer service skills and the ability to explain complex information accurately.
• Ability to understand changing program requirements and policy. 
• Ability to work effectively individually and in a team environment. 
• Ability to work effectively with program individuals, community organizations and area employers.
• Ability to work independently on computers and video teleconference technology.
• Knowledge of local community resources for all FSC counties. 
• Excellent oral and written communication skills. 
• Strong organizational and time management skills.
• Ability to produce accurate and detail orientated work in a fast-paced work environment. 
• Ability to maintain a professional attitude and network effectively. 

Required Education and/or Experience:

Associate degree with two (2) years of work-related experience. Alternatively, a combination of education and relevant experience that demonstrates the necessary skills and qualifications for this position. 

We value diverse backgrounds and experience, so non-traditional education paths and varied work experience are encouraged to apply. 

Certificates and Licenses:

None.

Computer Skills: 

To perform this job successfully, an individual should have strong Microsoft Office 365 knowledge with the ability to learn program specific software. They should have basic computer skills including write, modify and edit text using word processing applicable, create and format simple spreadsheets, create presentations, know how to forward and cc emails, understand how to search, assess search results, and download information from the internet. They need to be able to type 30WPM with at least 95% accuracy. 

Language Skills:

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.   Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Mathematical Skills:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  

Reasoning Ability:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Supervisory Responsibilities: 

No Supervisory Duties 

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The work environment is indoors where the noise level is usually moderate.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Activity

Amount of Time

None

Occasionally

Frequently

Regularly

Stand

Walk